Red Dot Airport Shuttle

We re rejecting this response due to the hour notice required to cancel This reservation was not cancelled within two hoursThank youLisa R***

Complaint: [redacted] I am rejecting this response because: I did not cancel the original reservation! The advertised, confirmed, understood, and agreed upon pick up time of 7:am did not change Sincerely, [redacted]

Changes were made outside of the two hour notice for any changes or cancelTwo drivers were dispatched for [redacted] .Lisa R***

Complaint: ***
I am rejecting this response because:The company website advertises that the first pick up of the day at the airport is at 7:amThe emailed reservation confirmation also clearly states that the first pick up of the day at the airport is at 7:am The expectation, therefore, is that the pick up at the airport would be at 7:amWhether the flight arrived at am, am, or 7:am, the confirmed pickup time remained unchanged. At the time that I called to alert the company that my son was arriving on a different flight arriving at 7: (in the event that it was at a different terminal or that the driver was idling at a waiting lot outside the airport), I was not told that this was a second reservation and that I would be charged for a second pickup Furthermore, I did not receive an emailed confirmation of this second reservationThe first time I learned of this was when I received two emailed receipts which arrived several days later
Sincerely,
*** ***

On November 6, at 10:19am a reservation was made online. When making an online reservation it prompts you to check off that you agree to the rules and regulations At 2:12pm a reservation confirmation explaining that Red Dot Airport Shuttle requires a two hour notice for any
cancellations or changes which was emailed to ***@***.com and ***@***.com. On 11/25/at 6:am the driver was on location at ***. At 6:am Mrs*** called in to report that her son missed his flight and made another reservation for her son. We dispatched another driver who arrived at *** at 7:54am. Mrs*** contacted our office on 12/2/and spoke to Lisa B*** who explained that her card was charged per the 2-hour cancellation policy but as a courtesy MsB*** offered 50% off Mrs*** said that is not good enough and asked to speak to another Manager and the call was transferred to me (Lisa R***). Mrs*** said she was asleep and did not know that her son missed his flight I apologized to Mrs*** and explained that we had now way to know that her son missed his flight, and it was unfortunate that her son did not contact us when he missed his flight as he also received the email confirmation disclosing the hour cancellation policy. Mrs*** responded then I guess I will take the 50% off that the other representative offered me and hung up. We are committed to providing the best transportation experience and take responsibility if there is an error on our part. We are not in the business to dissatisfy our customers. We thought this was taken care of as credit for % was processed. Please do not hesitate to contact me at ###-###-####.Lisa R***Business ManagerRed Dot Airport Shuttle

Complaint: ***I am rejecting this response because: 1) Per the Red Dot Website booking a round trip fair was $136. This was also the same rate they send via confirmation email to me that I would be charged. Red Dot confirmed in writing one price and charged another. The Red Dot website also stated picked up and on my way within minutes of my call. I waited twice that as documented by the call log from my cell carrier. I have attached copies of the emails from Red Dot with the confirmation price of $and the two separate charges of $totaling $140. Red Dot's response does not hold up to what they provided in writing in email, their website, and my call log. Red Dot looks to be making excuses why they overcharged, If their computer system was not updated correctly that is not the customer's responsibility or fault. If Red Dot sends an email with a price that the CUSTOMER agreed to, that is incorrect that is not the customer's fault. If that email is sent four months after their alleged system updates, again, that is not the customer's responsibility or fault. Red Dot made the error and is accountable for their error. Red Dot made me wait at the airport twice the length they advertise on their website. Red Dot advertises minutes from the call the customer will be picked up. I waited over minutes. If Red Dot's dispatcher failed to make a problem report, how is that the customer's fault or responsibility? That is Red Dot's fault and responsibility. Red Dot is at fault in this situation and their response is to make it the paying customer's fault for Red Dot's errors. Red Dot did not to take responsibility for their failure to live up to what they advertise. Failure to charge what they provided the customer in writing what they would charge. Failure to provide customer service starting with their dispatcher and failure to simple say we failed a CUSTOMER and make it right. Sincerely,*** ***

Dear Sir or Madam,We regret that *** did not receive the level of customer service we normally providethe dispatcher should have made us aware of the situation in our incident reporting system but apparently did notWe will also review our communication protocols with the dispatcher to
insure our customers' clarity about the status of their pick up. I'm surprised, however, that *** didn't contact us directlyWe would have, as we always do when a customer is unhappy, attempted to reconcile the incident to his satisfactionI have a call into him now and will resolve this directly with him when he contacts me.While we strive to be on time with our published policies, ground transportation in the New York market is subject to unexpected delaysWe continuously adjust to accommodate changing traffic and airline schedules but sometime the delays are unavoidableAs with airlines and railroad transportation it is not our policy to refund fares for late pias we did pick him up and take him to his destinationWhen I speak with him I will be pleased to offer him a discount for his next trip to make up for the additional minutes he had to waitHe has ridden with us satisfactorily other times since As per the issue of his ride confirmation indicating a $fare instead of $140, our rates went up last November and are correctly listed in "Fares and Schedules" on out websiteIn addition, when you enter pick-up, drop off and number of passengers in the reservation form the $is shown correctly on the screenThe old fare that populated the confirmation was an artifact that was missed when we reprogrammed for the new faresIt has since been corrected.We look forward to resolving this matter to ***' satisfaction as soon as possible.Sincerely,Stephen A***Customer Satisfaction Manager

Complaint: [redacted]
I am rejecting this response because:
The company website advertises that the first pick up of the day at the airport is at 7:30 am. The emailed reservation confirmation also clearly states that the first pick up of the day at the airport is at 7:30 am.  The expectation, therefore, is that the pick up at the airport would be at 7:30 am. Whether the flight arrived at 5 am, 6 am, or 7:30 am, the confirmed pickup time remained unchanged. 
At the time that I called to alert the company that my son was arriving on a different flight arriving at 7:33  (in the event that it was at a different terminal or that the driver was idling at a waiting lot outside the airport), I was not told that this was a second reservation and that I would be charged for a second pickup.  Furthermore, I did not receive an emailed confirmation of this second reservation. The first time I learned of this was when I received two emailed receipts which arrived several days later.
Sincerely,
[redacted]

We re rejecting this response due to the 2 hour notice required to cancel.  This reservation was not cancelled within two hours. Thank youLisa R[redacted]

Changes were made outside of the two hour notice for any changes or cancel. Two drivers were dispatched for [redacted].Lisa R[redacted]

Complaint: [redacted]
I am rejecting this response because:
I did not cancel the original reservation!  The advertised, confirmed, understood, and agreed upon pick up time of 7:30 am did not change. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I did not cancel the original reservation!  The advertised, confirmed, understood, and agreed upon pick up time of 7:30 am did not change. 
Sincerely,
[redacted]

Dear Sir or Madam,We regret that **. [redacted] did not receive the level of customer service we normally provide. the dispatcher should have made us aware of the situation in our incident reporting system but apparently did not. We will also review our communication protocols with the...

dispatcher to insure our customers' clarity about the status of their pick up.  I'm surprised, however, that **. [redacted] didn't contact us directly. We would have, as we always do when a customer is unhappy, attempted to reconcile the incident to his satisfaction. I have a call into him now and will resolve this directly with him when he contacts me.While we strive to be on time with our published policies, ground transportation in the New York market is subject to unexpected delays. We continuously adjust to accommodate changing traffic and airline schedules but sometime the delays are unavoidable. As with airlines and railroad transportation it is not our policy to refund fares for late pick-up as we did pick him up and take him to his destination. When I speak with him I will be pleased to offer him a discount for his next trip to make up for the additional 44 minutes he had to wait. He has ridden with us satisfactorily 19 other times since 2006. As per the issue of his ride confirmation indicating a $136 fare instead of $140, our rates went up last November and are correctly listed in "Fares and Schedules" on out website. In addition, when you enter pick-up, drop off and number of passengers in the reservation form the $140 is shown correctly on the screen. The old fare that populated the confirmation was an artifact that was missed when we reprogrammed for the new fares. It has since been corrected.We look forward to resolving this matter to **. [redacted]' satisfaction as soon as possible.Sincerely,Stephen A[redacted]Customer Satisfaction Manager

Review: I would like to file a complaint against Red Dot Airport shuttle. This complaint includes poor service, deceptive advertising, and overcharging.On April 26, 2015, I made a round trip reservation with Red Dot Shuttle for run trip transportation from [redacted] and [redacted] Airport. The dates of travel were May 1st and May 3rd. Per the confirmation I received (attached), the cost of this round trip reservation was $136. On May 3rd, my flight returned to [redacted] Airport on time. Per Red Dots guidelines, I proceeded to baggage claim and retrieved my bags. At this point I called Red Dot at 5:48PM per their [redacted] number (my call log attached). I was connected to the dispatcher [redacted] who informed me that I would be picked up in about thirty to forty minutes. [redacted] also advised that I could wait in the terminal and he would call me when the driver was near. At 7:07 PM I called Red Dot again, and was connected once again to [redacted] stated that the driver was still busy and he would call and let me know when the driver was in route. Per Red Dots website (screen shot attached), Red Dot states, you will be picked up and on your way to your destination within 45 minutes of your call. I had already waiting one hour and twenty minutes and I still had not been picked up and was told by Red Dots Dispatcher [redacted] to keep waiting. [redacted] called me at 7:26PM, one hour and forty minutes after my initial call. [redacted] was very rude stating that I was not at the pickup spot and the driver was searching the terminal for me. First off, [redacted] was the one who told me to wait in the terminal and would call me when the driver was on his way. [redacted] never called me to tell me the driver was on his way or would be there anytime soon. I was in the terminal, sitting in front of the entrance doors and no one from Red Dot come in looking for me or was waiting for me. I went outside to find the driver sitting in the van. He never left the van, never stepped foot in the terminal, and was never looking for me. As a paid customer who was kept waiting for over one hour and forty minutes, I was treated rudely and told that I was inconveniencing them.I initially booked round trip transportation and received confirmation that the cost would be $136. As you can see by the attached receipts, Red Dot charged me twice for $70, which is a total charge of $140. I have now been charged more than I was told the cost would be per Red Dots own confirmation email.To summarize:1) I received poor service and poor customer service from Red Dot Shuttle on May 3rd.2) Red Dot had a customer waiting for pick up for more than twice the time Red Dot advertises on their website. 3) Red Dot overcharged a customer more for their service then they specified.Desired Settlement: As a customer, I believe that I deserve a written apology from Red Dot for the service I received and the way I, the customer, was treated. Since Red Dot overcharged me and I waited at the airport twice the amount of time they advertise, I believe that Red Dot should at least refund the $70 they charged me for the May 3rd service. This experience should not happen and Red Dot needs to value the customer, deliver what they advertise, and only charge what they communicate to the customer. The way Red Dot treated this customer is inexcusable.

Business

Response:

Dear Sir or Madam,We regret that **. [redacted] did not receive the level of customer service we normally provide. the dispatcher should have made us aware of the situation in our incident reporting system but apparently did not. We will also review our communication protocols with the dispatcher to insure our customers' clarity about the status of their pick up. I'm surprised, however, that **. [redacted] didn't contact us directly. We would have, as we always do when a customer is unhappy, attempted to reconcile the incident to his satisfaction. I have a call into him now and will resolve this directly with him when he contacts me.While we strive to be on time with our published policies, ground transportation in the New York market is subject to unexpected delays. We continuously adjust to accommodate changing traffic and airline schedules but sometime the delays are unavoidable. As with airlines and railroad transportation it is not our policy to refund fares for late pick-up as we did pick him up and take him to his destination. When I speak with him I will be pleased to offer him a discount for his next trip to make up for the additional 44 minutes he had to wait. He has ridden with us satisfactorily 19 other times since 2006. As per the issue of his ride confirmation indicating a $136 fare instead of $140, our rates went up last November and are correctly listed in "Fares and Schedules" on out website. In addition, when you enter pick-up, drop off and number of passengers in the reservation form the $140 is shown correctly on the screen. The old fare that populated the confirmation was an artifact that was missed when we reprogrammed for the new fares. It has since been corrected.We look forward to resolving this matter to **. [redacted]' satisfaction as soon as possible.Sincerely,Stephen A[redacted]Customer Satisfaction Manager

Consumer

Response:

Review: [redacted]I am rejecting this response because: 1) Per the Red Dot Website booking a round trip fair was $136. This was also the same rate they send via confirmation email to me that I would be charged. Red Dot confirmed in writing one price and charged another. The Red Dot website also stated picked up and on my way within 45 minutes of my call. I waited twice that as documented by the call log from my cell carrier. I have attached copies of the emails from Red Dot with the confirmation price of $136 and the two separate charges of $70 totaling $140. Red Dot's response does not hold up to what they provided in writing in email, their website, and my call log. Red Dot looks to be making excuses why they overcharged, If their computer system was not updated correctly that is not the customer's responsibility or fault. If Red Dot sends an email with a price that the CUSTOMER agreed to, that is incorrect that is not the customer's fault. If that email is sent four months after their alleged system updates, again, that is not the customer's responsibility or fault. Red Dot made the error and is accountable for their error. Red Dot made me wait at the airport twice the length they advertise on their website. Red Dot advertises 45 minutes from the call the customer will be picked up. I waited over 90 minutes. If Red Dot's dispatcher failed to make a problem report, how is that the customer's fault or responsibility? That is Red Dot's fault and responsibility. Red Dot is at fault in this situation and their response is to make it the paying customer's fault for Red Dot's errors. Red Dot did not to take responsibility for their failure to live up to what they advertise. Failure to charge what they provided the customer in writing what they would charge. Failure to provide customer service starting with their dispatcher and failure to simple say we failed a CUSTOMER and make it right. Sincerely,[redacted]

Review: I was double billed for an airport pick up on 25 November 2015. The website as well as the reservation confirmation email state that the first pick up of the day is at 7:30 am. My son's original flight was scheduled to arrive at 5:30 am and at the time I made the reservation I was told over the phone by Red Dot reservations operator that he could not be picked up until 7:30 am. The morning of his arrival we learned that his flight had changed and would be arriving at 7:33 am instead. I called Red Dot at approximately 6:15 to let them know. The operator took my information however at no time said that I would be charged for a second reservation nor did I receive an email confirmation of this second reservation and the additional $69 charge that I would incur.. Since the pick up time was unchanged - it was the same 7:30 am pick up time - there should not have been a second charge.

I called to rectify this today and after speaking to two individuals I was not refunded the second charge.Desired Settlement: Refund of $69

Business

Response:

On November 6, 2015 at 10:19am a reservation was made online. When making an online reservation it prompts you to check off that you agree to the rules and regulations. At 2:12pm a reservation confirmation explaining that Red Dot Airport Shuttle requires a two hour notice for any cancellations or changes which was emailed to [redacted].com and [redacted].com. On 11/25/15 at 6:07 am the driver was on location at [redacted]. At 6:40 am Mrs. [redacted] called in to report that her son missed his flight and made another reservation for her son. We dispatched another driver who arrived at [redacted] at 7:54am. Mrs. [redacted] contacted our office on 12/2/15 and spoke to Lisa B[redacted] who explained that her card was charged per the 2-hour cancellation policy but as a courtesy Ms. B[redacted] offered 50% off. Mrs. [redacted] said that is not good enough and asked to speak to another Manager and the call was transferred to me (Lisa R[redacted]). Mrs. [redacted] said she was asleep and did not know that her son missed his flight. I apologized to Mrs. [redacted] and explained that we had now way to know that her son missed his flight, and it was unfortunate that her son did not contact us when he missed his flight as he also received the email confirmation disclosing the 2 hour cancellation policy. Mrs. [redacted] responded then I guess I will take the 50% off that the other representative offered me and hung up. We are committed to providing the best transportation experience and take responsibility if there is an error on our part. We are not in the business to dissatisfy our customers. We thought this was taken care of as credit for 50 % was processed. Please do not hesitate to contact me at ###-###-####.Lisa R[redacted]Business ManagerRed Dot Airport Shuttle

Consumer

Response:

Review: [redacted]

I am rejecting this response because: